ITSM & Service Excellence Manager

Version 1 Solutions Limited; United States; À distance; USD 120 000 - 150 000; Plein temps

Résumé du poste

Version 1 is seeking an experienced ITSM Manager to ensure the delivery, performance and governance of IT services across the ASPIRE Global Service Centre. You will oversee incident, problem, change, and knowledge management, aligning with ITIL standards and GDPR/SOX compliance in a multi-vendor environment.

Lead continuous improvement initiatives, develop training, produce regular incident trend reports, and collaborate with technical teams to meet SLAs and reduce risk.

Qualifications

• 5+ years working in a ITSM role.
• Proven experience in IT service management, service assurance, or IT operations.
• Experience managing service performance in complex, multi-vendor environments.
• Excellent analytical, communication, and stakeholder management skills.
• Familiarity with audit processes, compliance frameworks, and risk management.
• Experience with ITSM tools (e.g. ServiceNow).
• Strong knowledge of ITIL framework.
• Analytical thinking and problem-solving.
• Ability to manage multiple priorities under pressure.
• Proactive and results-driven mindset.

Responsabilités

• Oversee major incident management processes, ensuring timely resolution and communication.
• Support the production of post-incident reviews (PIRs) to identify root causes, lessons learned, and areas for improvement.
• Ensure change and release processes are followed with minimal service disruption.
• Validate that change management processes are followed, and risks are mitigated.
• Accountable for Knowledge Management working practices for the wider Version 1 business (all Practices) and its customers.
• Promote a culture of knowledge sharing within the Aspire Managed Service organisation.
• Define and maintain Version 1's Knowledge Management standards.
• Responsible for the incident and request management working practices and supporting artefacts in line with ITIL standards.
• Develop and deliver training sessions for service desk and support teams to ensure adherence to the processes.
• Collaborate with technical teams to ensure incidents are diagnosed, resolved, and closed within agreed SLAs, whilst escalating unresolved incidents or requests to senior management or external vendors when necessary.
• Create and present regular reports on incident trends, response times, and resolution effectiveness to key stakeholders.
• Analyse incident data to identify patterns and recurring issues, implementing proactive measures to prevent reoccurrence.
• Develop, implement, and maintain the experience management strategies and process and its supporting artefacts in line with ITIL standards.
• Collaborate with all resolver stakeholders to ensure all tickets are to the expected quality standards.
• Collaborate with all resolver stakeholders to ensure all experience management feedback is shared and remediated or plauded as necessary.
• Recommend and drive process improvements to enhance the overall efficiency and effectiveness of both quality and experience management.
• Own and govern the patch and vulnerability management lifecycle, including patch strategy, scheduled patching activities, testing, deployment, and minimising business disruption.
• Accountable for identification, assessment and prioritisation of security risks through vulnerability scanning, risk-based analysis, and validation of patch effectiveness across the IT estate.
• Maintain security compliance and best practice controls, ensuring timely remediation of vulnerabilities, robust security hygiene (access reviews, key rotation, assessments), and adherence to regulatory and organisational requirements.
• Lead and govern the audit and compliance programme, including ownership of the audit schedule, coordination of audit activities, and delivery planning for remediation actions and recommendations.
• Monitor, report and drive closure of audit findings and compliance risks, ensuring appropriate resource allocation, accountability, progress tracking, and timely resolution of identified issues.
• Maintain regulatory and policy compliance by working with Security and Practice teams, supporting external audits and inspections, and validating adherence to standards such as GDPR, ISO 27001, and SOX

Connaissances

ITSM

ITIL

ServiceNow

Incident mgmt

Change mgmt

Knowledge mgmt

Audit & compliance

Stakeholder mgmt

Data analytics

Communication

Outils

ServiceNow

Description du poste

Version 1 is seeking an experienced ITSM Manager to ensure the delivery, performance and governance of IT services across the ASPIRE Global Service Centre. You will oversee incident, problem, change, and knowledge management, aligning with ITIL standards and GDPR/SOX compliance in a multi-vendor environment.

Lead continuous improvement initiatives, develop training, produce regular incident trend reports, and collaborate with technical teams to meet SLAs and reduce risk.